General Manager
Location: West London
Salary: Up to £55,000 + 10% discretionary bonus
We are seeking an experienced General Manager to lead the day-to-day operation of a flagship Build to Rent development in West London.
This is a senior leadership role with full responsibility for site performance, resident experience, team leadership, compliance, and commercial delivery.
You will lead onsite lettings and property management teams, ensuring the successful delivery of services to residents and the client, while driving efficiencies, improving profitability, and maintaining a market-leading customer experience.
You will also support the wider portfolio where required, including site visits, mentoring team members across other assets, and contributing to broader operational strategy.
The role
You will have overall responsibility for the operational and commercial performance of the development. This includes ensuring the smooth running of the site, maintaining statutory health and safety compliance, leading on sustainability and resident experience initiatives, and setting the tone for a professional, approachable, high-performing team culture.
Key responsibilities
Leadership and people management
- Lead, coach, mentor, and develop onsite team members across lettings, resident services, and operations
- Ensure all new starters receive a structured induction, including a 3-month plan and ongoing development support
- Create a high-performance culture with clear accountability and progression opportunities
- Conduct regular 1:1s with direct reports and oversee performance management across the team
- Work closely with HR on employee relations, including performance, development, and disciplinary processes
- Build strong collaboration within the asset and across the wider portfolio
Leasing and market performance
- Provide insight on local market conditions, competitor activity, and target demographic
- Work with leasing and marketing teams to shape strategy during lease-up and stabilisation
- Support the resident journey from enquiry through to move-in where required
- Conduct regular market appraisals and provide feedback on pricing and positioning
Commercial management
- Ensure purchasing remains within authorised limits and approved supplier frameworks
- Manage expenditure within budget and maintain accurate financial records
- Oversee invoicing accuracy and adherence to financial procedures
- Monitor rent collection, arrears, and bad debt, taking action where required
- Lead on debt recovery processes, including legal escalation where necessary
- Identify and implement additional revenue opportunities
- Analyse expenditure and identify cost-saving initiatives
- Conduct regular performance reviews with direct reports
Property and compliance
- Carry out regular building inspections and ensure follow-up actions are completed
- Maintain strong relationships with contractors and suppliers
- Work with facilities teams to implement planned maintenance programmes
- Lead on insurance claims and legal matters where required
- Ensure full compliance with health and safety regulations and internal systems
- Coordinate statutory and operational training across the team
- Support the team during major incidents or emergencies
Resident experience and customer service
- Deliver a best-in-class resident experience through engagement, events, and service innovation
- Support marketing and social media activity alongside internal teams
- Act as escalation point for complex resident complaints, ensuring timely resolution
- Drive high service standards across all resident touchpoints
- Continuously improve performance against resident satisfaction KPIs
About you
You will be an experienced leader with a background in Build to Rent, residential, PBSA, hospitality, or mixed-use environments, and a proven ability to manage teams, operations, and customer experience within a service-led environment.
You will bring:
- Experience managing a large-scale residential or operational asset
- Strong leadership and team development capability
- Commercial awareness and budget management experience
- Knowledge of health and safety and operational compliance
- Confidence handling resident issues, escalations, and stakeholder relationships
- A proactive, hands-on management style
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